Returns, Cancellations and Refunds Policy

OnTrack Outdoor stands behind the quality of our merchandise and is dedicated to providing high-quality goods and services for our customers. If you are not happy with your online order for any reason, then do not hesitate to contact us so that we can endeavour to correct the situation.

Please contact us first via email or online chat to discuss your reason for return and your preferred remedy. Where possible and applicable we will provide you with the requested exchange, repair or a refund. 

1) Returns 

1.1) If there is a problem with your order
If you think your item is faulty, arrived damaged, missing parts or don't match our product's description, please, please fill up our CLAIM FORM for a faster response. 

Alternatively, you can contact us first via email or online chat to discuss your reason for return.

Always when possible, please provide photos, or videos showing the issue with your order. 

If applicable, we will provide you with the requested exchange, repair or a refund. 

The return or refund will not be approved if the product was damaged through uses for which it was not intended, misuse, mishandling, removal and/or re-installation, neglect, accident or tampering.

1.2) If you changed your mind or just didn't like the product:
Our policy lasts 14 days. If 14 days have gone by since the delivery date, unfortunately, we may not be able to offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. For items such as pet products and sleeping bags, please ensure that they have not been used or tried for hygienic reasons.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, it is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund (restocking fee of up to 15%, see item 2 for further details).

2) Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (depending on your financial institution).

If the return is requested due to change of mind, a restocking fee of up to 15% the order amount will be deducted from your refund (to cover our original postage and handling fees).


3) Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

4) Orders changes and cancellations

OnTrack Outdoor urges you to please choose carefully and only place your order when you are completely ready. Once an order has been put through, we may charge a fee of $15 for change or amendment to the order (including address changes and product colour changes) or up to 15% for the cancellation of the order under all circumstances.

5) Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at for further information.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

6) Return Shipping
To return your product, you should contact us via email to receive instructions:

If you are shipping an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.